To get a service from Fibrely, in most cases you must be in FTTP (Full Fibre) compatible area however from time to time we do have offers for none FTTP services.

If you have been told you are unable to get a service, we do have a form for one of our agents to review your availability. Simply leave your details and a member of the team will be back in touch.

Typically it will take two weeks to install a service however this timeline is dependent on the type of installation required. If this is the first time you are taking an FTTP (Full Fibre) product and do not already have a Fibre Optic cable and ONT installed then it could take longer to complete the works (we refer to this as a KCI 2 Assure Install).

In the KCI 2 Assure circumstance, there will be two stages to installing your Fibre. First, work will be conducted outside your property, then we will complete the installation inside your home.

External Work connecting Fibre to your Property.

We will connect a fibre cable to a compact box, which we'll affix to the exterior wall near the point where your phone line enters your residence. A small hole will be drilled in the wall to thread the cable through, and we will neatly conceal it with the box. Additional tasks may be required, and we will inform you if a survey is necessary.

Your presence is not essential during this phase as long as we have access to the exterior of your property. Regardless of your decision to be present, the engineer will give you a heads-up with a phone call and may knock on your front door. Please be aware that your phone and broadband service may experience a brief interruption during this process, so having a mobile phone on hand is advisable.

Work inside your home

Typically, this occurs seven working days after the initial stage, and your presence at home will be required to allow the engineer access. The appointment is expected to last up to four hours.

Your router will be delivered by mail two days before the scheduled installation date. Please ensure it is readily available when the engineer arrives. The engineer will also bring the additional necessary equipment—a new Openreach fibre modem.

If you already have a pre-existing line (for Copper Products) or fibre optic cable (for FTTP) then an engineer will not be required in most cases.

If we are providing you with a new line or fibre optic cable, then an engineer appointment will be required. We will provide you advanced notice of this date and can be amended upon your request (requires 48 hours’ notice).

Short answer is no, Fibrely is a data only service that prioritises Broadband service quality.

On FTTP (Full Fibre) products, there is no limitation to your available speed, all the way up to 1GB per Second (with higher packages coming soon) however unlike many suppliers, we want to ensure that you aren’t paying for something that you won’t use.

We recommend our Fibrely Ultrafast 330 product for the average family, it will offer plenty of bandwidth during those busy evening streaming content to every room without providing too much.

For those who require extra capacity, mostly big household, gamers, streamers and those who do a large amount of data uploading, we would recommend our Fibrely Gigafast 1GB product.

For anyone who just likes to do occasional shopping, emails and maybe a bit of music streaming then the Fibrely Superfast 115 product is best for you.

Advanced is a product that upgrades our standard packages with additional features and assurances. The primary improvements are:

1. Fixed Price Guarantee – We won’t raise your price in contract by any value.

2. Out of Contract Protection – Get 26 months at your 24-month price. Give yourself time to recontract with us and not be struck with short notice on price hikes.

3. Hardware Assurance – We will replace any hardware for free.

4. Engineer Assurance – We will cover the cost of any engineer call out charges, as long as it isn’t because you weren’t in or didn’t let the engineer in.

You can at any stage increase or decrease your package with us by contacting a member of our team. Depending on the available deals at the time, you may be required to recontract your services into a new 24 month period and may be required to pay an administration charge to cover our cost for the change.

You can recontract your services with us at any time against any of our available retention package by contacting a member of our team. You can also recontract online through my account at specific time when offers are made available to you. We will notify you by email in most case when an offer is available to you online.

We are sorry to hear that you want to leave! To cease a service with us, please contact a member of our team who will process your request.

If you are leaving whilst still within your minimum term, an early termination fee will be charged to you. You can read more about how early termination fees are calculated from our Early Terminations Article.

You can upgrade your current service to include the features of Fibrely Advanced at any time by contacting a member of our team and in some case via your My Account. Depending on the deals available at the time, you may be required to commit to a new 24 month contract term or if a special offer is in place, you may be allowed to add Fibrely Advanced on to your existing contract.

Did you know, you can change your WiFi Details directly on your device. The process is simple! On your laptop, computer, tablet or phone, in your internet browser type 192.168.1.1 then use the login details on the back your router (near the current WiFi Password) to log in to the Routers Admin Panel.

Once logged in, use the menu to navigate to Network Settings and then Wireless. The screen should now show the Wifi Network name (SSID) and the WiFi Password field. From here you can change either and click save.

You will now need to update any connected device to use the new details you have provided.

Note: Never remove your WiFi password. It is important to protect your home broadband traffic with a password.

We understand that moving homes can happen and often be unplanned timing. There are a few routes that can be taken for Fibrely to help you with your transition:

1. Take your Fibrely Service with you – Speak with our team about novating your current contract and products to your new address.

2. Take a new Fibrely Service – Similar to above but you opt for a different Fibrely product. We will waive any Early Termination Fee on your old product.

3. Part ways – In the unfortunate event that we have to part ways due to your home move, an Early Termination Fee will have to be paid.

You can contact us:

By Phone

The fastest way to let us know if you’re unhappy with your service is to contact us by phone. You can raise a complaint via this method and this is the best way to get a quick resolution to your issue.

By Post

If you prefer, you can make a complaint in writing to the below address.

To help us deal with your complaint as quickly as possible, please include some information to help us identify your account. Things like your account number, postcode, email address and mobile number are really helpful.

Once we receive your letter, we will respond within 10 working days. If you need a quicker response, please use an alternative method.

Our Address: Complaints Department, Fibrely Limited, Charlotte House, 500 Charlotte Road, Sheffield, South Yorkshire, England, S2 4ER